Sr Director, Revenue Operations

Hi, I’m Steve, Head of Rev Ops here at Customer.io. I’m seeking a seasoned professional to fill the role of Sr. Director of Revenue Operations. As a member of the GTM executive team, you will own the optimization and alignment of our  revenue generation processes across Sales, Partnerships, Customer success, and Technical Support, and work closely with marketing and Finance to fuel our growth and success in the market.

You will leverage your expertise to build and evolve our Revenue Operations Strategy, identify opportunities, streamline processes, and implement best practices to maximize our revenue potential.

Your Responsibilities:

• You will play a critical role in orchestrating our go-to-market (GTM) strategy, execution, and measurement of performance
• Lead the development and execution of revenue operations strategies to drive sales productivity and aligns to the company's growth objectives
• You will be responsible for overseeing the annual operating plan, target setting and tracking, and the production of Quarterly Business Review (QBR) materials
• Lead GTM annual planning processes including ownership of account segmentation, capacity / coverage modeling, org planning, territory mapping, compensation design, quota setting, rules of engagement
• Ownership of Revenue Enablement (Sales + CX), responsible for developing program roadmap including, onboarding, upskilling customer facing teams, product trainings, ongoing system / process trainings to enhance field productivity
• Collaborate with cross-functional teams to ensure alignment of goals, processes, and initiatives to drive business success.
• Define and develop reporting infrastructures for key KPIs across Sales, Account Management, Customer Success, and Technical Support, building automated dashboards and instilling rigorous review cadences
• Utilize data analytics and performance metrics to track and analyze revenue performance, identify trends, and uncover insights and opportunities to inform strategic decisions.
• Conduct whitespace analysis and provide strategic leverage to drive expansion within the customer base.
• Orchestrate Customer Journey Mapping, coordinating with Product, Marketing, Sales and Post Sales. Reinforce Sales and Post Sales behavior through a CTA based environment (via Salesforce & Planhat)
• Drive process excellence across sales, marketing, and customer experience functions, including CRM (Salesforce), CPQ, and Planhat processes.
• Oversee the implementation and optimization of revenue management software and systems to support sales effectiveness and efficiency.
• Manage and optimize GTM systems and infrastructure to support scalable growth
• Leverage artificial intelligence technologies to enhance go-to-market (GTM) insights, improve metric tracking, and streamline reporting processes, enabling more informed decision-making
• Provide leadership and guidance to the revenue operations team, fostering a culture of growth,collaboration, and accountability.
• Instill a culture of performance within the RevOps team, fostering a mindset of ownership and continuous achievement of all team objectives.
• Stay informed about industry trends, best practices, and emerging technologies related to revenue operations, and recommend innovative approaches to drive continuous improvement

Experience Required for the job

• 10+ years of experience leading the operations function for Sales, Partnership Programs, Technical Support, and Customer Success teams, with a strong focus on driving operational excellence and revenue growth.
• 7+ years of experience leading teams, including managing direct reports.
• Recent experience supporting the scaling of a growth-stage B2B SaaS company, helping a business grow from $75M to $250M ARR. Preference will be given to candidates with experience navigating the IPO process.
• Proven experience leading both pre-sales and post-sales operations, including Sales, Partnerships, Marketing, Technical Support and Customer Success teams to create seamless processes across those functions and drive results.
• Excellent leadership and communication skills, with the ability to influence and collaborate effectively across departments and with executive leadership.
• Demonstrated success in developing and executing operations strategies that align with business goals and support revenue growth.
• Strong analytical skills and proficiency in data analytics tools, with a focus on data-driven decision-making.
• 5+ years of Experience with CRM systems such as Hubspot or Salesforce, and familiarity with tools like CPQ (Dealhub), and sales execution platforms (Clari, Gong, 6sense, etc.) is preferred.
• Proven ability to build and maintain strong relationships, influence key stakeholders, and collaborate across all levels of the organization, both internally and externally.
• Expertise in data management, visualization, reporting, and utilizing insights for strategic decision-making.
• A track record of articulating sales, business operations, and strategic concepts to diverse audiences, including executive leadership

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,400 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $235,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io
• We also have opportunities to meet in person with your peers throughout the year

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application.

At Customer.io, we prioritize authentic interest and applications in our hiring process. To ensure fairness and integrity, the use of AI or automation during interviews or assessments is prohibited. Candidates who do not adhere to this will be removed from consideration.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter
2. 60-minute video call with the Hiring Manager
3. Take Home Assignment
4. Assignment Review Call with two potential team members
5. Final Interview

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected].